Help & answers
Frequently asked questions
Find quick answers about contact lenses, prescriptions, ordering, delivery, payments, returns and lens care. Choose a topic below or browse the questions.
New to contact lenses
Starting, suitability and the questions that come before your first fitting.
Can anyone wear contact lenses?
Many people can wear contact lenses, but they are not suitable for everyone or every eye. A professional contact lens examination and fitting should determine whether lenses are appropriate for you and identify the exact product to use.
Do I need to see an optician or eye care professional before trying contact lenses for the first time?
Yes. Start with a professional contact lens examination and fitting. It checks whether contact lenses are suitable for your eyes, identifies a specific lens and teaches you how to insert, remove and care for it.
Can I use my glasses prescription to choose contact lenses?
No. A glasses prescription is not a contact lens prescription, and contact lens selection involves the lens model, fit and lens-specific values as well as power.
Do contact lenses hurt?
Contact lenses should not normally hurt when the lens is suitable, correctly fitted and worn as instructed. Remove the lens and seek professional advice if pain or significant discomfort continues.
Is it difficult to put contact lenses in?
It can feel unfamiliar at first, but many people find it becomes easier with practice. A first fitting should include instruction on safe insertion and removal.
Can children and teenagers wear contact lenses?
They can be suitable for some children and teenagers. The decision should be based on a professional fitting, eye health, maturity and the ability to handle the lenses and follow hygiene and replacement instructions.
Can a 15-year-old wear contact lenses?
Age 15 does not by itself decide suitability. A professional should assess the eyes and fit the lens, and the young person must be able to insert, remove and care for the lenses responsibly.
Can I wear contact lenses only occasionally?
Yes. Contact lenses can be fitted for occasional use, such as selected days or events. Use only the exact lens fitted for you and follow its wearing and replacement instructions.
Can I wear contact lenses only for sport or exercise?
Yes. Many people use contact lenses mainly for sport or exercise. Appropriate eye protection may still be needed for the activity.
Can I wear contact lenses if I am over 40?
Often, yes. Multifocal and other contact lens options may help when near focus changes with age, but the suitable lens must be assessed and fitted for you.
Prescription & lens parameters
Find and understand the exact product and values you need to reorder.
Do I need to upload a prescription when ordering from Netlens?
No. Netlens does not require a prescription upload when you order. You should still use a current contact lens prescription and order the exact lens model and values fitted or recommended for you.
Where can I find my contact lens values?
The product name and values are normally printed on your current contact lens box and often on each blister pack. They may also appear on your contact lens prescription.
What do SPH/PWR, CYL, AXIS, ADD, BC and DIA mean?
SPH or PWR is lens power. CYL and AXIS describe astigmatism correction, ADD is used for multifocal correction, BC is base curve and DIA is lens diameter.
Why can’t I select BC or DIA for some contact lenses?
Some lens models are made with one fixed base curve or diameter. When there is only one available value, there is nothing for you to select.
Can my right and left eye have different values?
Yes. Read and enter the values for each eye separately. Check the eye label, full product name and every required parameter before adding the lenses to your cart.
Can I use different contact lens models for my two eyes?
Yes, if those are the specific models fitted for each eye. Add each model separately and enter the correct values for the corresponding eye.
Can I switch to another contact lens if the values look similar?
No, not on the basis of similar values alone. Different lens models can use different materials, designs and fitting characteristics, so ask an eye care professional before changing products.
Can Netlens tell me which contact lens I should choose?
Netlens can help you find products and understand the ordering process, but it does not perform a professional first fitting or decide which lens is clinically suitable for your eyes.
My optician uses a different product name. How do I find the manufacturer’s lens?
Some opticians sell a manufacturer’s lens under another product name. Compare it with the Netlens optician-brand guide, then make sure the manufacturer product and all values are an exact match.
What should I do if one of my prescribed values is not available?
First check that you selected the exact lens model. Do not choose the nearest value; ask your optician or eye care professional before ordering.
Ordering & products
Practical help with products, pack sizes and placing the right order.
How do I order contact lenses from Netlens?
Find the exact contact lens model you already use, enter the values for each eye, choose the number of boxes and check every selection before completing checkout.
How many boxes should I order?
It depends on the pack size, how often each lens is replaced and whether both eyes use the same product and values. Work out the quantity for each eye separately before ordering.
Does a 30-pack contain 30 lenses or 30 pairs?
A 30-pack contains 30 individual lenses, not 30 pairs. If you use daily lenses in both eyes, one 30-pack for each eye normally covers 30 days.
Can I reorder the same contact lenses I bought previously?
Yes. Use the exact model and values from your current lenses or previous order, and check that the information is still current before completing the reorder.
I cannot find my contact lens model. What should I do?
Check the complete manufacturer and product name on your current box. If your optician uses another name, use the optician-brand guide; otherwise contact customer service for help finding products available on the site.
Why does delivery time vary between contact lens models?
Availability and fulfilment can differ by product. Use the delivery estimate shown for the relevant product and at checkout; the estimate may change when an item needs additional fulfilment time.
Delivery & tracking
Current guidance on estimates, shipping costs and tracking an order.
How long does delivery take?
Delivery time varies by product and destination. Check the estimate shown for the product and the delivery option at checkout; times are estimates and occasional carrier or logistics delays can occur.
Where is my order?
Check your shipping confirmation email for the latest tracking information. If the order is significantly delayed or the tracking has not updated, contact customer service with your order number.
How do I track my delivery?
When your order has been dispatched, the shipping confirmation email should include tracking information. Check your spam or junk folder if you cannot find the message.
How much does shipping cost?
Any shipping cost is shown at checkout before you complete the purchase. The available methods and price can depend on the delivery destination and order.
Will products in the same order arrive together?
Yes. Products in the same order are normally shipped together. Check your order and shipping confirmation for information about your specific order, and contact customer service if you have any questions about the delivery.
Payment & prices
What the displayed price includes and what you will see at checkout.
Do prices include VAT?
Yes. Netlens prices are shown including VAT.
Which payment methods can I use?
Available payment methods can vary by country and are shown at checkout.
When can I see the full price including shipping?
You can review the shipping cost and total price at checkout before completing the purchase.
Returns & refunds
Eligibility, return steps and refund timing under the current policy.
Can I return contact lenses?
Yes. Eligible sealed lens boxes can be returned. Netlens currently offers 365 days of free returns, and returned items must be unopened, undamaged and unmarked.
A prepaid return label is included with every shipment. Simply attach the label to your return parcel and send it back to us.
Can I return an opened contact lens box?
No. For hygiene reasons, opened contact lens boxes are not eligible for return.
How long do I have to make a return?
Netlens currently offers a voluntary 365-day return period from delivery for eligible products. Statutory withdrawal rights may also apply according to the law that applies to your purchase.
Does it cost anything to return an item?
Netlens currently states that eligible returns are free. Follow the return instructions and use the provided return label.
How do I make a return?
Pack the eligible item securely, attach the return shipping label and drop the parcel off with the carrier named on the label. The current policy says no separate return form is required.
When will I receive my refund?
After the return is received and approved, the amount is refunded to the original payment method. The current policy says refunds are normally processed within 14 business days after the return is registered.
What should I do if I receive the wrong or a damaged product?
Contact customer service, provide your order number and let us know whether you received the wrong or a damaged product, and we’ll help you resolve the issue.
Wearing, care & safety
Short safety answers for common situations. Persistent or significant symptoms need professional advice.
Can a contact lens go behind my eye?
No. A contact lens cannot travel behind the eyeball. It can move under an eyelid or become difficult to locate, but the eye’s anatomy prevents it from passing behind the eye.
Can a contact lens get stuck in my eye?
A soft lens can sometimes become difficult to move or remove, especially if the eye or lens is dry. Do not force it or use sharp objects; follow the removal technique you were taught and seek professional help if you cannot remove it.
Can I sleep in contact lenses?
Do not sleep in contact lenses unless the exact product is approved and suitable for overnight wear and you have received appropriate professional advice.
Can I shower while wearing contact lenses?
It is recommended to remove contact lenses before showering. Contact lenses should not be exposed to tap water, as water exposure can increase the risk of eye infection.
Can I swim while wearing contact lenses?
It is recommended to remove contact lenses before swimming. Water exposure can contaminate the lenses and increase the risk of eye infection.
Can I rinse contact lenses with tap water?
No. Do not rinse or store contact lenses in tap water. Use the care products and method recommended for the exact lens.
Can contact lenses cause eye infections?
Contact lens wear can be associated with eye infection, particularly when lenses are used or cared for incorrectly. Follow hygiene, wear and replacement instructions and act promptly if symptoms develop.
How should reusable contact lenses be cleaned and replaced?
Clean, disinfect and store reusable lenses with the recommended lens-care system, and replace them on the schedule specified for the exact product. Do not use tap water or deliberately extend the replacement period.
What should I do if my eye becomes red, painful or unusually sensitive to light?
Remove the lens and seek prompt professional advice, especially for significant pain, redness, light sensitivity, discharge or a sudden marked change in vision.
Still need help?
Ask us about your order or a product on the site
Netlens customer service can help with products, ordering, delivery and returns. For first fittings, prescription changes or eye symptoms, contact an optician or eye care professional.